Customer Success Manager, Amazon Key EU

Amazon never asks for fees or deposits in any form during the recruitment process. Please click here to learn more and safeguard yourself from potential frauds.

Job ID: Amazon EU SARL (UK Branch) - D67

Our team is looking for a highly skilled and customer-oriented Customer Success Manager to support the expansion of Amazon Key across Europe. You will be responsible for defining the strategy, support model, processes, and requirements to provide the best experience to our customers and oversee the execution of that strategy, partnering with Amazon Key leaders, Product, Sales, Go-to-Market, Ops, and CS teams.

As a customer success leader, you will be the main point of contact for property owners and managers, from the onboarding phase through the entire lifecycle. You will support them during the onboarding phase, training them on how to set up and use the product. Then you will handle incoming customer requests, troubleshoot, and track their experience. You will need to anticipate future needs and provide solutions to customers' problems.

You will be required to set up processes, identify new initiatives, develop mechanisms to audit the progress, and communicate results. You will be responsible for ensuring every customer has an easy, enjoyable experience and finds value in our products and services to the extent they feel compelled to grow with our business. Your goals will be around customer satisfaction, minimizing customer churn, and generating upsell opportunities.

The ideal candidate has experience in program/product management as well as sales and customer service or customer success. The ideal candidate is a motivated and multi-talented individual who has immense bias for action and an excellent ability to deliver results even in the face of strong headwinds. The ideal candidate will draw on their experiences managing complex projects, solving complex challenges, formulating data-driven plans, and influencing key partner teams to drive initiatives to completion. A successful candidate will be highly resourceful, customer-focused, curious, eager to learn, team-oriented, and able to work independently. The ideal candidate has extensive experience developing relationships with external partners as well as with internal stakeholders.

1. Define the Customer Success EU strategy, including team sizing and requirements (e.g., skillset), and execute it;
2. Build the Customer Success EU team;
3. Be the main point of contact for property managers and owners, providing exceptional support;
4. Build, maintain, and grow customer relationships, expanding their business into Amazon Key;
5. Support and audit the strategy execution of Ring Customer Support to handle inquiries from guests and residents;
6. Define metrics and success criteria, establish mechanisms to track them;
7. Partner with Product and Ops teams to identify solutions to customer problems.

The Amazon Key mission is to empower customers to easily manage access to their homes and businesses. To accomplish our mission, we design, manufacture, sell, and maintain Access Control products using the latest home security technologies. Our technology enables Amazon Delivery Associates to securely access semi-public spaces within buildings to deliver parcels. We continue to innovate and delight our rapidly growing customer base. We consistently work on high-profile projects and seek talented individuals motivated by an opportunity to make an impact, work on challenging technical problems, and learn in the process.

1. Bachelor's Degree
2. Experience in product/program management or sales/customer service/customer success role (preferably in a technology environment)
3. Strong verbal and written communication skills with demonstrated experience engaging and influencing senior stakeholders
4. Strong analytical and quantitative skills with the ability to use metrics to back up assumptions and recommendations and to drive actions
5. Strong problem-solving and critical thinking abilities
6. Demonstrated ability to define program strategy, manage a roadmap and trade-offs, and drive end-to-end delivery
7. Proven ability to work independently and to drive projects to completion
8. Ability to work in a fast-paced, dynamic environment and prioritize tasks effectively
9. Owner mentality and a willingness to roll up own sleeves, dive deep, and get the job done
10. Excel at cross-team collaboration, problem solving, and have a bias for action to respond to customer and partner needs
11. Customer-obsessed mindset; commitment to delivering exceptional customer service and a positive user experience

1. MBA or Master's degree
2. German speaker
3. Experience as a People Manager
4. Experience in contact center, in Voice of the Customer (VOC), and/or Key Account Management (KAM)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice () to know more about how we collect, use, and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information.

Posted: February 14, 2025 (Updated 1 day ago)

Posted: August 28, 2024 (Updated 1 day ago)

Posted: February 11, 2025 (Updated 1 day ago)

Posted: January 31, 2025 (Updated 1 day ago)

Posted: January 31, 2025 (Updated 1 day ago)